Service Delivery Manager | SPG

JOB SUMMARY

The Service Delivery Associate (Network & Security) is responsible for supporting daily operations, service delivery, and maintenance of network and security infrastructure under SPG accounts. The role requires strong technical expertise in Fortinet, F5, and Cisco technologies, coupled with solid coordination skills to ensure SLA compliance, timely ticket resolution, and consistent service quality.

This position collaborates closely with CIT, CSM, TG, RCBC, and vendor support teams (e.g., Fortinet TAC, F5 Support, Cisco Support) to ensure smooth service operations, preventive maintenance execution, and effective escalation handling.

• Monitor and support day-to-day network and security operations across DITO production and branch environments.
• Drive the escalation support for Fortinet firewalls, F5 load balancers, and Cisco switches/routers if needed for the timely closure of critical ticket.
• Ensure timely handling and closure of Ivanti tickets (Incident, Service Request, and MACD) within defined SLAs.
• Coordinate with vendor TACs (Fortinet, F5, Cisco) for issue resolution, firmware updates, and bug remediation.
• Support preventive maintenance, health checks, and software/firmware upgrade activities in alignment with our SPG accounts deliverables.
• Maintain and update operational trackers such as spares and RMA inventory, Versa PO vs deployment, and MA renewal tables.
• Prepare and submit service delivery reports, including weekly status, SLA compliance, and vulnerability remediation updates.
• Participate in coordination calls and walkthroughs with CIT, CSM, TG, and vendor teams for issue updates and service improvements.
• Support internal documentation initiatives such as Method of Procedure (MOP), Post Activity Reports, and Change Logs.

• Bachelor’s degree in Information Technology, Computer Engineering, or related field.
• 1–3 years of experience in network/security operations or service delivery.
• Strong hands-on experience with Fortinet firewalls (FortiGate/FortiManager), F5 BIG IP, and Cisco routing/switching.
• Certifications such as Fortinet NSE4+, F5-CA, or Cisco CCNA/CCNP are highly preferred.
• Experience with Ivanti, SolarWinds, or equivalent ticketing and monitoring tools. .
• Strong coordination, documentation, and communication skills.
• Detail-oriented, proactive, and capable of working under minimal supervision.
• Willing to be on-call and support after-office or weekend activities when required.

• Technical Troubleshooting (Network & Security)
• SLA and Ticket Management
• Vendor Coordination and Escalation Handling
• Documentation and Reporting Accuracy
• Customer-Oriented Mindset
• Team Collaboration and Process Adherence